Customer Success Agent

Talentoma; New Jersey; A distancia; USD 42.000 - 63.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Descripción de la vacante

Talentoma is seeking a Remote Customer Success Agent based in New Jersey to handle a steady queue of customer inquiries, onboarding steps, and ongoing support. You will work with the customer success team to ensure clear communication, effective issue resolution, and proper handoff to specialists when needed.

The role requires a 40-hour weekly commitment, with shift times that may vary. Candidates must have a high school diploma and be authorized to work in the United States.

Formación

• High school diploma or equivalent is required.
• Familiarity with customer onboarding concepts and product adoption support is preferred.
• Ability to locate customer context and update interaction details in Copper CRM.
• Experience using Help Scout to organize service tickets and respond clearly.

Responsabilidades

• Review incoming questions from a queue across emails, calls, and tickets and prioritize responses.
• Welcome new customers, explain onboarding steps, and confirm next actions.
• Use Copper CRM to review history, update details, and log summaries.
• Manage requests in Help Scout, link conversations, and maintain ownership until resolved.
• Ask clarifying questions and provide guidance using internal resources and notes.
• Follow up when information is missing or updates are due with courteous messages.
• Coordinate with support and product teams for deeper product knowledge.

Conocimientos

Customer communication

Onboarding guidance

Ticket coordination

Written guidance

Educación

High school diploma or equivalent

Herramientas

Copper CRM

Help Scout

Descripción del empleo

Monthly Pay: $3,777 - $5,661 USD per month

Summary:

Each shift begins with the open queue: customer emails, calls, and service tickets waiting for an answer. The Customer Success Agent helps customers understand product or service information, complete routine onboarding steps, and make effective use of available features, which supports positive ongoing customer relationships. This role sits within the customer success team and works under a customer service team lead while partnering with customers, support team members, product specialists, and account contacts. The position is fully remote and work from home in New Jersey, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Throughout the day, the Agent listens carefully, provides clear next steps, keeps interactions organized, and brings complex concerns to the right internal contact.

Job Responsibilities:

• Review incoming customer questions from a queue, calls, emails, and service tickets, identify the purpose of each contact, and prioritize responses by urgency and customer impact.
• Welcome new customers, explain standard onboarding steps, share approved product or service information, and confirm they understand the next action needed to get started.
• Use a CRM such as Copper to review customer history, update contact details, log interaction summaries, and record agreed next steps after every meaningful exchange.
• Manage customer requests in a support platform such as Help Scout, linking related conversations and maintaining clear ownership until the request is resolved or transferred.
• Ask focused questions to clarify feature access, product use, or account concerns, then provide accurate guidance using approved internal resources and current process notes.
• Follow up with customers when information is missing, an action remains open, or a promised update is due, using courteous and easy-to-understand messages.
• Coordinate with the support team and product specialists when a customer needs deeper product knowledge, providing complete context and notes before transferring the concern.
• Escalate urgent, repeated, or unresolved customer concerns to the customer service team lead, describing the issue, prior steps, customer impact, and requested assistance.
• Identify recurring questions and share observations with the customer success team so knowledge resources, onboarding guidance, and service approaches can be improved.
• Maintain quality through accurate guidance, timely turnaround, complete interaction notes, appropriate follow-up, and respectful customer-focused communication.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience preferred in customer-facing support, client assistance, or online service environments.
• Familiarity with customer onboarding concepts, product adoption support, and methods for guiding users through routine service questions.
• Ability to use a CRM such as Copper to locate customer context, update interaction details, and track next steps.
• Ability to use a support platform such as Help Scout to organize service tickets, respond clearly, and monitor open customer requests.
• Strong ability to explain product or service information in plain language through written messages and conversations.
• Sound judgment when identifying concerns that need follow-up, internal coordination, or escalation to a customer service team lead.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from a desk-based home workspace in New Jersey, United States.
• Structured onboarding and training on a CRM such as Copper and a support platform such as Help Scout.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Opportunities to build customer onboarding, product guidance, service ticket coordination, and customer communication skills.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.